Cancel NOW TV Broadband the easy way

Overview

NOW TV Broadband is a UK consumer internet service operated by NOW TV LIMITED offering a mix of no-contract and minimum term full fibre broadband plans combined with the NOW streaming service under the same brand.

Main offerings

NOW sells two types of broadband: NOW Broadband Basics (a pay-as-you-go or no-contract option branded for social tariff access) and NOW Full Fibre plans with 24-month minimum terms. Full Fibre plans include speed tiers labelled Full Fibre 75, Full Fibre 100 and Full Fibre 300.

How NOW positions itself

NOW targets households that want flexible streaming and an option to take broadband with simple monthly billing. The company is part of Sky UK Limited within the Comcast group and operates from Isleworth, United Kingdom.

Web - online cancellation form and Live Chat

1. Sign in to your NOW account if an online cancellation form is available.
2. If you cannot find the form, use the Live Chat option from the NOW help pages and tell the advisor you want to cancel broadband.
3. Provide your account number, full name, service address, postcode and telephone number.
4. Ask the advisor for an email confirmation or chat transcript and save it.

iOS

1. NOW TV Broadband does not publish an iOS-specific cancellation flow. If you use an iOS app for account management, use the web or phone channels listed here instead.
2. Contact customer services by phone or email for a confirmed cancellation.

Android

1. NOW TV Broadband does not publish an Android-specific cancellation flow. Use web, phone or email channels listed here to cancel and obtain proof.

Phone

1. Call 0330 332 3050 and tell the agent you want to cancel your broadband membership.
2. Provide identity details: name, account number, service address and postcode.
3. Ask the agent to confirm the cancellation date and request an email confirmation of the cancellation reference.
4. Note the time and name of the agent and keep any confirmation.

Email

1. Email [email protected] with subject line 'Cancel NOW Broadband'.
2. Include your full name, account number, service address, postcode and contact telephone number.
3. State whether you are cancelling within the 14-day cooling-off period if applicable.
4. Keep the sent email and any reply as proof; the notice period begins on the date the email is received by NOW.

Post

1. Write to NOW TV Broadband, Grant Way, TW7 5QD, Isleworth, United Kingdom including your account number, full name, service address, postcode and telephone number.
2. Send by recorded delivery and retain the receipt; the cancellation takes effect from the date of posting.
3. Request a written acknowledgement by email or letter.

Moving house - service unavailable at new address

If you are moving and your new address is outside NOW's coverage you should contact customer services and provide the new address. NOW's public guidance on moving is limited; supply proof such as tenancy agreement or moving confirmation when requested. NOW has not published a standard refund or exit fee for moves - Not published by NOW TV Broadband.

Applicable law: Consumer Rights Act 2015 where service must be performed with reasonable care and skill.

Price increase

If NOW increases the price and gives you at least 30 days notice offering you the right to cancel, you may cancel without penalty under the provider's notice. Provide the price increase notice as proof by saving the email or letter you received from NOW.

Applicable law: Consumer Contracts Regulations 2013 and general guidance from Ofcom and the CMA on contract change and the right to exit within the notice period.

Death of the subscriber

NOW TV Broadband has not published specific steps for cancellation on the death of a subscriber. If this applies contact customer services by phone or post and be ready to provide a copy of the death certificate and proof of authority to act for the estate. NOW's public policy on this is Not published by NOW TV Broadband.

Legitimate ground accepted by NOW

NOW has not published a definitive list of accepted legitimate grounds for early termination. For issues of poor service or failure to activate, keep evidence such as engineer appointment records, emails showing missed activation and any refunds promised. If NOW fails to provide the service with reasonable care and skill you may rely on Consumer Rights Act 2015.

Applicable law: Consumer Rights Act 2015.

End of minimum commitment

For Full Fibre plans the minimum commitment is 24 months. You may cancel at the end of this period without an exit charge. Proof: final bill showing contract end date or a written confirmation from NOW.

Cooling-off period (14 days)

You have a 14-day cooling-off right from the later of delivery of the NOW Broadband Hub, activation or receipt of terms and conditions. To use it, complete the online cancellation form, use Live Chat, call 0330 332 3050, email [email protected] or write to NOW Customer Service at Athena Court, Grant Way, Isleworth, TW7 5QD. Provide name, account number, address, postcode and phone number.

Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Before you cancel: negotiate

NOW publicly does not list standard retention discounts or specific offers to keep customers. No systematic retention offers are reported in the available research. To ask for a retention offer call 0330 332 3050, say you are considering leaving and request any available retention discount or price match. Provide competitor quotes such as Hyperoptic at £17 per month and ask if NOW can match or offer a credit. Ask for the offer in writing and a clear end date for any promotional price.

What cancelling saves you - yearly calculations

Compute yearly costs for NOW plans using the published monthly prices:

NOW Broadband Basics (Fab Fibre) £20 x 12 = £240 per year.

NOW Broadband Basics (Brilliant Broadband) £18 x 12 = £216 per year.

NOW Full Fibre 75 £23 x 12 = £276 per year.

NOW Full Fibre 100 £24 x 12 = £288 per year.

NOW Full Fibre 300 £27 x 12 = £324 per year.

Cheapest real alternative from competitors in our data: Hyperoptic at £17 per month. Hyperoptic yearly cost: £17 x 12 = £204 per year. Example saving if you move from NOW Full Fibre 100 (£288 per year) to Hyperoptic (£204 per year): £288 - £204 = £84 saved per year.

Key UK consumer laws

The main protections are the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 which give you a 14-day cooling-off right for most online contracts, and the Consumer Rights Act 2015 which requires services to be performed with reasonable care and skill and protects against unfair contract terms.

Auto-renewal and unfair practices

The Competition and Markets Authority treats hard-to-cancel subscriptions and unclear auto-renewal terms as potential unfair practices. If your NOW contract contains unclear auto-renewal terms raise this in your complaint and cite CMA guidance when escalating.

How to escalate

1. Complain to NOW TV Broadband in writing and keep copies of all correspondence. 2. If unresolved, contact Citizens Advice for guidance and next steps. See Citizens Advice cancellation guidance. 3. If unresolved, escalate to the independent communications ombudsman. 4. For certain card payments consider Section 75 or chargeback through your card issuer.

Return equipment

Return any NOW Broadband Hub or kit if required. NOW may charge direct return costs and may offset return costs against any money owed to you. A reduction may be made for loss in value caused by unnecessary handling.

Final bill and refunds

If you cancel during the 14-day cooling-off period, payments received including delivery costs for Kit will be refunded. If you requested service to start during the cooling-off period you must pay for the proportionate service provided up to cancellation. NOW does not typically give refunds outside statutory rights; refunds are considered case-by-case.

Re-activation and moving

If you cancel and later want to rejoin, you will need to place a new order which may include a new minimum term. If you moved before cancellation, keep proof of your new address to speed any pro-rata or account adjustments.

Use this checklist to prepare your cancellation and protect your rights.

• Find your account number and recent bills before contacting NOW.
• Decide which method you will use - phone is fastest to get live confirmation.
• If within 14 days of activation, mark the cooling-off period and cancel using email, Live Chat or post to ensure you qualify for a refund.
• If cancelling by post use recorded delivery and keep the receipt.
• Ask for written confirmation of cancellation and a final balance showing any refund owed or outstanding charges.
• Arrange return of the NOW Broadband Hub and keep proof of postage; expect NOW to charge return costs if not returned.
• If dispute arises, save all correspondence and escalate via Citizens Advice and the communications ombudsman.